About the Role
We are looking for a Regional CRM & Marketing Automation Support Analyst to support CRM and Marketing Automation platforms across multiple APAC markets. This role partners closely with business users, technical teams, and external vendors to ensure smooth system operations, successful project delivery, and high-quality support across the region.
You will work across multi-brand, multi-market environments, supporting CRM solutions, clienteling tools, customer service platforms, and marketing automation systems used across retail and omnichannel touchpoints.
Key Responsibilities
CRM & Marketing Automation Support
- Provide 2nd / 3rd level support for regional CRM platforms (Clienteling, CDP, Loyalty Engine, Customer Service tools, Salesforce Service Cloud, etc.).
- Support day-to-day operations for Marketing Automation platforms such as Salesforce Marketing Cloud (SFMC) and Adobe Campaign.
- Analyse recurring issues, identify root causes, and propose long-term solutions to reduce ticket volume.
Project Coordination & Delivery
- Assist the System Manager in managing regional projects and sub-projects.
- Coordinate project timelines, meetings, resources, and documentation.
- Work with business users to gather, structure, and formalize requirements (process flows, user stories, functional specifications).
Solution Design & Development
- Translate business requirements into detailed solution designs aligned with the existing technical environment.
- Collaborate with vendors to develop applications following best practices and coding standards.
- Create test scenarios, perform testing, validate deliverables, and support data migration and cleansing activities.
Technical Operations & Deployment
- Monitor production system performance and provide technical support to regional markets.
- Review documentation, support code reviews, and maintain system-related materials.
- Prepare deployment packages and facilitate smooth transitions from development to production.
- Train local market teams and help build reusable assets for long-term sustainability.
What You Bring
- Degree in Computer Science, Information Systems, or a related field.
- 2–4 years of experience in system support or operations (Retail or Luxury Retail experience is a plus).
- Familiarity with Salesforce Service Cloud, Salesforce Marketing Cloud, MS SQL, BI tools, or similar platforms.
- Strong understanding of retail/wholesale business processes and CRM/POS systems.
- Ability to structure requirements and translate them into technical designs.
